Prioritize an action map

Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: Removal of ACD Web Chat (version 2). All existing customers are encouraged to migrate to Web Messaging and Messenger.

Prerequisites

Set the priority

If an action map uses a web action, set the priority to ensure that visitors see an appropriate number of web-based offers. If multiple action maps are qualified for a given visitor and trigger combination, Genesys Predictive Engagement selects only one action map based on its priority relative to any other action maps that you applied to the same webpage.

For each type of web-based offer, Genesys Predictive Engagement uses only one action map for a given segment, at a given time, on a given webpage.

Multiple web-based offers

Genesys Predictive Engagement handles each type of web-based offer separately.
  • Example (multiple content offers or multiple web chats): If a visitor qualifies for multiple content offers or multiple web chats, Genesys Predictive Engagement chooses the action map with the higher priority.
  • Example (one content offer and one web chat): If a visitor qualifies for both a content offer and a web chat, the visitor sees both offers.

In addition:

  • If multiple action maps target the same segment at the same time, and they have the same priority, Genesys Predictive Engagement displays each action map a set percentage of the time. For example, if two action maps exist, Genesys Predictive Engagement displays each one 50% of the time. If three action maps exist, Genesys Predictive Engagement displays each one 33% of the time.
  • If a visitor ignores an invitation to chat, but then goes to a web page where a higher priority action map is set to trigger, Genesys Predictive Engagement presents the visitor with the invitation to engage.

Actions with no direct user engagement

Some actions, such as Architect flows, do not engage a visitor directly. For these actions, the action map priority is not considered. For example, if multiple Architect flows qualify for a page, all those Architect flows run.